Inbenta

MARCH 30, 2021

These are: remote customer service, AI-enhanced customer interactions, omnichannel and seamless customer communication, hyper-personalization, and an increased focus on data security and privacy. Finally, businesses must be able prepared to deliver their services on several channels.

Self Service 136

Self Service Customer Service Marketing How To 136

BlueOcean

OCTOBER 6, 2020

Whether it’s from self-service to live chat to phone or some other combination, the reality is that the wider your omnichannel offering, the more complex the customer journey. Interestingly, Gartner studies show that as of right now, channel switching isn’t hurting customer loyalty – but how long will it stay that way?

Customer Care 156

Customer Care Contact Center Effort Score Net Promoter Score 156

NobelBiz

SEPTEMBER 15, 2021

Numbers Speak: All Digital Channels Are Going Up! The current report begins by clearly stating that the age of brick-and-mortar call centers is finally over. It’s been decades since the idea began being floated in the contact center space. And now it’s here. The flash poll by J.D. Pretty compelling?

Call Center 52

Call Center Self Service Average Handle Time Social Media 52

Playvox

JUNE 22, 2023

Call center leaders are under increased pressure to improve operational and agent efficiencies and look for cost-cutting opportunities while delivering outstanding customer experience (CX) — a tricky balancing act for sure. What Are Call Center Efficiency Metrics? Is your call center prepared?

Call Center 52

Call Center Metrics Contact Center Net Promoter Score 52

Playvox

JANUARY 11, 2024

Managing forecasting, scheduling, and agent productivity in a call center is a lot like searching for the fountain of youth. While we don’t have a roadmap to the proverbial fountain, we can help steer you in the right direction for better call center workforce management (WFM). But getting to this nirvana is no picnic.

Call Center 52

Call Center Contact Center Management Omni-Channel 52

Comm100

OCTOBER 11, 2017

The activities in this eBook can be great training materials to improve customer service or morale in your team. According to McKinsey , handling an inbound telephone call typically costs a company $6 to $8, whereas an interaction using social media costs less than a dollar. An Effective Channel-less Strategy. Download Free.

Social Media 172

Social Media Customer Service Strategies Customer Service Strategy 172

Inbenta

NOVEMBER 9, 2021

Social distancing has altered how people purchase goods, communicate and work, and banks have had to reduce their dependence on humans, when possible, to become a lights-out business that meets customer demands for 24/7, omnichannel access to services. Free ebook: Automating Customer Service—A Complete Guide.

Chatbots 95

Chatbots Banking Customer Care Self Service 95

Playvox

JANUARY 25, 2024

It has however morphed from the days of regarding the call center as a cost center to realizing contact centers and the agents who work there are valuable contributors to the customer experience. In addition to that, contact centers provide omnichannel support using a hybrid workforce.

Contact Center 77

Contact Center Omni-Channel Net Promoter Score Effort Score 77

Playvox

JUNE 6, 2023

The benefits of implementing contact center software such as Playvox WFM are well established–improved customer experience (CX), increased agent productivity, gained efficiencies, and reduced costs. Download the Playvox eBook : Succeed In Uncertain Times: Building a Business Case for WFM

Contact Center 66

Contact Center Return on Investment Tips ROI 66

NobelBiz

MAY 16, 2023

And the way to tackle this issue was to create a light and scalable contact center infrastructure that can simplify procedures and centralize data. To be exact, 36% of contact centers currently use any form of cloud technology, including software as a service (Saas), hosted, hybrid, and private cloud.

Contact Center 52

Contact Center Customer Service Contact Center Software Call Center 52

NobelBiz

MAY 24, 2021

What are the types of call center technologies? There is a lot of confusion about cloud-based contact centers and traditional on-premise call centers. On-premise contact center uses software and hardware installed at a remote location that is in close proximity to the call center agents or in the same location.

Contact Center 52

Contact Center Call Center Software Virtual Agent 52

Stella Connect

JANUARY 25, 2018

Tailored, in-the-moment micro-coaching , for example, is by far the most effective way to improve individual agents’ service performance; VoC-powered QA programs allow contact center leaders to instantly identify and address individual and collective performance issues. (We Consumer Expectations for Omnichannel Will Soar.

Self Service 40

Self Service Trends Customer Service Contact Center 40

Ecrion

MARCH 28, 2019

The right customer communications software should provide your company with an omnichannel or multichannel delivery system. If you use a call center, the longer a customer has to wait to speak to someone, the higher the chances of a negative customer experience. This could be either over the phone or in person.

Communication 40

Communication Examples eBook Call Center 40

ViiBE Blog

JANUARY 22, 2021

Originally, my co-founder and I developed ViiBE as a solution for emergency medical call centers. No more call redirection, no more operational pauses. There will be a ViiBE call button directly embedded into the platform, so the agent can start making ViiBE calls immediately. as well as our timeline.

Self Service 52

Self Service Virtual Call Center Video Call Center 52

Stella Connect

MAY 4, 2017

Moving From Omni-Channel To A Channel-Less Customer Experience ”. In 2015, she became Director of Call Center Operations for Renaissance Dental, where service team morale was low and turnover was painfully high. Or listen to his ICMI webcast, “ 5 Low or No Cost Ways to Train Agents in the Modern Contact Center.”.

Contact Center 40

Contact Center Omni-Channel Conference Employee Engagement 40

Comm100

FEBRUARY 16, 2018

This statistic comes from CCW Digital’s latest Winter Executive Report – a report that analyzes the customer service priorities of several organizations to discover the most popular goals and strategies for call centers in 2018. Recommended for you: [eBook] Improve Your Customer Experience: An Action Plan for CX Success.

Customer Service 124

Customer Service Social Media Chatbots Knowledge Base 124

Avaya

MAY 9, 2017

Our ebook, The Fundamentals of Digital Transformation, can help organizations get started. But creating a migration path is easier said than done. We have said it before and we will say it again, it’s about more than just the technology. Sounds challenging, but it’s not impossible.

Customer Experience 76

Customer Experience eBook Government Leadership 76

NobelBiz

FEBRUARY 21, 2022

In the past, businesses had to spend a lot of money and take up a lot of space to install call center technology — stations, computers, servers, etc. Companies may now use Cloud Contact Center solutions without worrying about deployment and maintenance thanks to the power of the cloud. And here are the telltales.

Contact Center Software 52

Contact Center Software Contact Center Software Call Center 52

NobelBiz

FEBRUARY 22, 2023

In the past, businesses had to spend a lot of money and take up a lot of space to install call center technology — stations, computers, servers, etc. Companies may now use Cloud Contact Center solutions without worrying about deployment and maintenance thanks to the power of the cloud. And here are the telltales.

Contact Center 52

Contact Center Contact Center Software Call Center Multi-Channel 52

NobelBiz

MAY 16, 2023

And the way to tackle this issue was to create a light and scalable contact center infrastructure that can simplify procedures and centralize data. To be exact, 36% of contact centers currently use any form of cloud technology, including software as a service (Saas), hosted, hybrid, and private cloud.

Contact Center 40

Contact Center Customer Service Contact Center Software Call Center 40

Avaya

AUGUST 2, 2017

Check out our eBook, Fundamentals of Digital Transformation. The initial business discovery process is vital for successfully executing digital transformation, making an exercise like a Discovery Workshop instrumental for organizations today. Interested in not just creating but executing a successful digital transformation?

Roadmap 63

Roadmap eBook Exercises Strategy 63

Avaya

MAY 16, 2017

Check out our eBook, Fundamentals of Digital Transformation , to learn more about this discovery process—the first of a five-step plan for creating a foolproof digital transformation strategy. Consider this your digital transformation playbook. Digital transformation is the foundation of how organizations will succeed or fail.

Company 50

Company Roadmap eBook Strategy 50

Avaya

MAY 23, 2017

Businesses must work to create a seamless experience—regardless of device, channel, location or time—supported by customer, business and situational context captured across all touchpoints. For more tips, insights, and impactful statistics check out our eBook, Fundamentals of Digital Transformation. Let me know what you think.

Contact Center 42

Contact Center eBook Touchpoint Customer Centricity 42

Clarabridge

OCTOBER 25, 2016

Your call center, social media, marketing, sales, and product teams will all have feedback that will complement your surveys for a more complete view of the customer experience. Ask open-ended questions and use text analytics to examine the results. You’ll get information about whole categories you never thought to ask about.

Omni-Channel 85

Omni-Channel Survey Abandon Rate CEM 85